Description If you are interested in developing your career in client service in an international organization, check the below opportunity as it might be interesting for you As a Client Service Analyst in the EU Merchant Services Team, you will provide Level 1 & Level 2 phone and email support by offering resolutions for payment processing, troubleshooting technical issues (software & hardware), and addressing general inquiries. You will be expected to have a broad understanding of the merchant service product and resolver groups to facilitate accurate assessment and resolution of requests. Job responsibilities Answers calls from our EU merchants across both Level 1 & Level 2 inquiry types and provides first call resolution Resolves issues and merchant concerns accurately and expediently while adhering to business policies and procedures Ensures timely follow-up on merchant inquiries 100% of the time Troubleshoots complex technical problems across both software and hardware (where applicable) to determine the root cause and provide a viable solution Analyzes transactions, deposits, statements and account information to resolve and provide solutions for our merchants Maintains a high level of knowledge surrounding new products, equipment(s), features and services Meets or exceeds production goals as outlined in the metrics scorecard Escalates issues that cannot be resolved within the anticipated service level or that creates risk or exposure for the merchant or the bank Liaises with other areas of the organization to provide timely resolution to merchant inquiries Demonstrates exemplary team working skills by maintaining a professional, positive and supportive attitude Required qualifications, capabilities, and skills High school diploma or equivalent Excellent verbal and written communication skills Must be able to multi-task and be self-directed Flexible, easily adaptable; able to work in a dynamic and fast-paced environment Ability to provide professional and interpersonal communication when interacting with others Self-motivated, works well with minimal supervision, and performs well in a team environment Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets Must be willing to work in an environment that requires phone-based customer interaction Must be willing to work schedules during our operating hours, which includes bank holidays Must be willing to work in office three days per week Preferred qualifications, capabilities, and skills Customer service experience Knowledge of payment processing industry and related procedures and products Technical capabilities, familiarity with automation products such as Alteryx